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* 1. A business that fails to protect its employees from unnecessary risk or health hazards on the job may be sued for
* 2. Requiring businesses to control pollution and to dispose of hazardous waste properly are some of the main functions of __________ regulations.
Environmental
* 3. Jane is the owner of a pizza shop associated with a national chain of pizza restaurants. She established her business in a regional supermarket. The pizza shop is referred to as a
* 4. Consumers of hospitality products have the right to expect businesses to provide goods and services that
are safe and clean
* 5. Kathy's once-booming traditional brick-and-mortar travel agency is financially struggling. For many years, the majority of Kathy's revenue came from commissions on airline ticket sales. Now, though, most of Kathy's clients purchase their tickets online instead of from her travel agency. These clients can purchase tickets directly from the airlines or through online travel agencies like Priceline or Expedia. Oftentimes, the tickets that they purchase online are less expensive than the tickets that Kathy offers. This is an example of
* 6. Two Sleep-n-Go Motel franchisees that are located five miles apart compete for the same customers. What type of channel conflict does this exemplify?
Horizontal
* 7. Before you can perform new tasks, you should first read the instruction manual so you can
follow the written directions in the proper sequence
* 8. One way for an audience to show that it supports a speaker's opinion is by __________ the speaker.
* 9. When an employee realizes that a caller needs to speak to some other employee or department, the person should
give the caller the correct number and transfer the call
* 10. During a manager's meeting, Jon says, "In relation to Marilee's previous remark, our department has a similar problem. Perhaps we should form an internal committee to address these issues." In this situation, Jon is contributing to a group discussion by
building on someone else's comment
* 11. When Vendela takes notes in her business class, she draws a line down her paper about 2 1/2 inches from the left side. On the right side of the line, she records her notes from the class lecture. After class, Vendela reviews her notes and writes down key words and phrases in the left column. Vendela uses the __________ note-taking system.
Cornell
* 12. The Putnam Company requires its employees to use the Modern Language Association (MLA) stylebook when writing business documents because it provides
Consistency
* 13. An effective technique to use when writing persuasive messages to customers is to
Appeal to their needs
* 14. Which of the following is often the best way for a salesperson to handle the slow/methodical type of difficult customer:
* 15. Which of the following is a true statement about brand promise:
It is not usually stated in words
* 16. Our economy has shifted from a service economy to a(n) __________ economy.
Experience
* 17. An amusement park offers a special Labor Day package that can be purchased only through the park. This is an example of __________ distribution.
Direct
* 18. Credit is often used as a selling tool because it helps to create __________ utility.
Possession
* 19. A manufacturer is a type of business that
turns raw goods into useful products
* 20. An economic system which allows its citizens to go into business for themselves, produce goods and services of their own choosing, and market their products as they desire is called
* 21. When employees are working faster or better, they are increasing their
* 22. Government regulation is financed by taxes and
borrowing
* 23. Members of the air-traffic controllers' union stopped working to support the pilots' union that recently went on strike. This is an example of a
* 24. Which of the following accompanies a strong, growing economy:
* 25. The exchange rate of a nation's currency is most likely to decrease when the nation
experiences political instability
* 26. What do individuals often identify when assessing their personal strengths and weaknesses?
* 27. One way to show your coworkers that you are interested in what they are saying is by
making eye contact
* 28. Which of the following might indicate a job applicant's initiative when applying for an entry-level position:
Sending a letter of application
* 29. Susan came to work late Monday morning and said, "It's been a terrible morning so far and will probably be a terrible day." This is an example of a(n) __________ attitude.
Negative
* 30. Why do empathetic people sometimes experience stress, burn out, and codependent relationships?
They fail to draw a line between being empathetic and losing their own identities
* 31. A manager who has a reputation of being knowledgeable and experienced usually has the ability to __________ employees.
persuade
* 32. Rob has a job interview this afternoon. In the morning, he goes over his other job offers to figure out which job he will accept (and what the salary and benefits are) if this employer doesn't offer him a position. Rob is developing his
* 33. Nate has a knack for getting others to see things his way. He wants to lead a change at work, so he starts by putting together a presentation for his boss, showing why the change is necessary. Which characteristic of an effective change leader is Nate demonstrating in this situation?
Persuasive
* 34. Which of the following is a true statement:
Getting acquainted with coworkers helps you to treat them fairly
* 35. Which of the following is an example of entrepreneurship:
Elissa starts a company when she develops a new app
* 36. Jorge is considering whether to invest $100 at his bank, but first, he wants to know what his $100 will be worth in a year. To figure this out, Jorge needs to know the
* 37. Consumers can borrow against future income to make current purchases by making use of
* 38. Which of the following are examples of expenses that should be considered when developing a personal budget:
Rent, entertainment, and insurance
* 39. Which of the following records that contains information about their investments should individuals keep:
Purchase
* 40. Sheila decides to invest some of her money. She doesn't like to take big risks, and she wants to be able to access all of her money at all times. She also doesn't mind not earning much interest. Sheila should invest her money in a
* 41. Why is it important for businesses to understand the legal considerations for finance?
To avoid penalties
* 42. What can businesses do during an orientation session to help new employees feel comfortable in the workplace?
Introduce them to other employees
* 43. Over time, research indicated that a growing number of young adults were interested in taking bus tours. It also revealed that young adults do not take bus tours because they feel that most tours are for senior citizens. As a result, a tour wholesaler developed tour packages that appeal to people between 18 and 30 years old. In this situation, the marketing research helped the tour wholesaler
identify an emerging trend
* 44. A restaurant wants to predict how their customers will react to a new menu. What type of relationship should the restaurant mine from blogs?
* 45. Which of the following is a reliable source of information that a resort can use to determine its peak season:
Sales history
* 46. Which of the following research techniques should you select if you need an accurate picture of a hotel restaurant customers' buying or usage patterns/habits:
Observation
* 47. Why do business managers often prepare and use presentation software to support reports?
To simplify complex information
* 48. A person who promotes Walt Disney theme parks is marketing a(n)
Service
* 49. Businesses cannot create a(n) __________ where none exists.
need
* 50. The information about people who have patronized a hotel/motel is usually kept in a __________ file.
guest history
* 51. Which of the following sources is most likely to contain timely information:
a technical-trends report that was written on February 5, 2015
* 52. What is an advantage to a company that effectively manages its business information?
Saves time and money
* 53. Phil works from his home office on Tuesdays and Thursdays. This is known as
* 54. Ingrid is able to access information from her desktop publishing software, word-processing software, and spreadsheet software at the same time on her personal computer. This is an example of an operating system with __________ capabilities.
Multitasking
* 55. An upscale department store tracks customer purchases made with store credit cards and then tailors promotional messages and merchandise offers to specific clients based on their purchases. What software allows the retailer to manage this strategy?
Database
* 56. When creating and posting information to a website, one of the most important considerations is the
home page
* 57. What software are hotels, resorts, and various transportation entities using to expedite the reservation process for customers?
Online booking
* 58. What type of business records would provide a company with information about the movement of its products?
Inventory
* 59. Which of the following is the most appropriate response for an employee to make when s/he discovers a safety hazard:
Report or correct the hazard
* 60. Determining project costs involves taking the information gained from assessing needed resources and
translating it into a realistic budget
* 61. What type of buying structure distributes the buying responsibility among geographical districts?
Decentralized
* 62. Why is production important to a business?
It creates goods or services for the business to sell
* 63. A fishbone diagram is a quality-control tool used to
identify cause and effect
* 64. Why do businesses feel it is important to maintain accurate accounting records?
To monitor financial status
* 65. The primary reason for a business to carefully track of all its vendors' invoices is to
monitor and control expenses
* 66. Keeping the business operation running smoothly is one of the primary functions of business
Maintenance
* 67. Which of the following security measures is often found in lodging establishments:
Electronic key cards
* 68. The supervisor's response to an employee's orderly and systematic behavior on the job should be
Praise
* 69. What effect do demands on your time have on the supply of time available to you?
Supply stays the same
* 70. Which of the following would be a job responsibility of warehouse employees:
Determining where to store goods between production and consumption
* 71. Governments can encourage entrepreneurial development by
deregulating and reducing taxes
* 72. The purpose of the first paragraph of the letter of application is to
identify the purpose of the letter and the job for which you are applying
* 73. Being a volunteer for a nonprofit organization is one way that an individual can participate in activities that are similar to
having paid work experience
* 74. Which of the following actions is best for advancing in a hospitality and tourism career:
Serving on committees outside your job description
* 75. Which of the following is a hospitality and tourism business that focuses its efforts on providing shelter for travelers:
motel
* 76. An example of price in the hospitality industry is the amount a guest pays for
one night at an all-inclusive resort
* 77. Which of the following is an important factor that hotel restaurants consider when deciding when to buy food items:
Perishability
* 78. Claire booked a room at an inn in Charleston, SC. When she arrived, she parked her car in the onproperty parking garage. After checking in, she used the inn's check-cashing service and got restaurant recommendations from the concierge. In the evening, Claire enjoyed the cookies and milk provided by the inn. What is the supporting product in this scenario?
cookies and milk
* 79. A travel agent schedules a business trip for a client and also sells the client tickets to three Broadway Shows. This is an example of
Product extension
* 80. What technique should be used when evaluating multiple vendors' canned goods to ensure that the evaluators provide unbiased reviews?
blind testing
* 81. Which of the following is an example of a direct marketing tactic used in tourism:
A tour wholesaler sends an e-newsletter to clients every month to let them know about new tour products and industry trends
* 82. Which of the following is an example of how businesses are using advergaming:
Featuring products on billboards in online games
* 83. What is the most important benefit of email versus direct mail?
Real dialogue with individual customers
* 84. When Kevin walked into Millie's Diner, he received a 15% off coupon for the diner's daily breakfast special on his smartphone. What mobile marketing application did Millie's Diner use to communicate with its customer?
Geolocation
* 85. A health spa develops a print advertisement that contains two photos--one of a stressed-out woman before she goes to the spa and one of her looking very relaxed after her stay at the spa. In this situation, the illustrations are communicating product
benefits
* 86. Maeve is in the midst of developing a new advertisement for her event-planning business. Although she is pleased with the font and font size that she is using, she dislikes the amount of space between the individual letters and words in the ad. Maeve should adjust the __________ of the text in the advertisement.
kerning and tracking
* 87. Following a stay at a beach resort, a guest wrote a positive review of it on the Orbitz website. This is an example of a(n)
word-of-mouth (WOM) strategy
* 88. Which of the following is the proofreading symbol used to designate a word or a letter that should be capitalized:
Three lines under the word or letter
* 89. Hospitality organizations often make financial donations to local charities, support community interests, and participate in chamber of commerce activities in an effort to
increase their public presence
* 90. To ensure the consistency of key elements on all of the website's pages, it is helpful to develop a(n)
template
* 91. Kimberly, who lives in Cleveland, Ohio, is planning to take a short trip to Cincinnati next month. Last weekend, she spent several hours surfing the Web to locate information about tourist activities and hotels in and around Cincinnati. The following Wednesday, when she went online to do some research for her history report, she discovered an advertisement for CincinnatiUSA.com on a website about the French Revolution. This is an example of __________ advertising.
Behavioral
* 92. An enclosed display that limits customers' access to merchandise is a(n) __________ display.
Shadow box
* 93. Part of display maintenance is deciding when a display should be changed. How frequently should this occur?
Depends on circumstances
* 94. To track how customers respond to advertisements, many marketers use __________ measures.
processing
* 95. Promotion in the hospitality industry often consists of
direct marketing and personal selling
* 96. Why should salespeople create favorable impressions during the initial contact with customers?
First impressions are difficult to change
* 97. Which of the following is a way that using product substitution can benefit a hospitality and tourism business:
Improved reputation
* 98. When a customer raises an objection about an item being shown, the salesperson should consider the objection as an
opportunity to remove a barrier to the completion of the sale
* 99. Kaylee is the event coordinator for the Houghton Hotel. She is placing an order for unique table centerpieces with a vendor on behalf of a client who is holding a wedding reception at the hotel. What type of order is Kaylee placing?
Special
* 100. Susan has a middle management position in her company. Her primary job responsibility is likely to be
being responsible for other managers or supervisors
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